POS Troubleshooting

Most POS snags are a cable, a paper roll, or a fee that has not reached the terminal yet. Here's how to fix them.

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Work through the matching item below before you replace a terminal. If you are still stuck, email [e-mail] with the terminal serial number and a short description of what you see.

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I do not see a Point of sale tab

The Point of sale tab lives under Team Preferences > Preferences, not under Accounts receivable.

If it still is not there, POS is not enabled on your account yet. Reach out to your Customer Success Manager.

The terminal will not power on

Charge it with the cable that shipped in the box. Other USB-C cables will not work, even if they fit.

If it still will not turn on after charging:

1. Power the terminal off.
2. Open the battery compartment.
3. Take the battery out, then seat it firmly again.
4. Close the compartment and power on.

Do not force the device or tap it against a hard surface. A reseated battery fixes most "dead" terminals.

The terminal will not charge

Use only the charger that came with the terminal. The port looks like USB-C, but a laptop or phone cable will not charge it.

Charging is slow even with the correct cable. Leave it plugged in before a shift rather than expecting a quick top-up.

Receipts are blank, creased, or will not print

This is almost always the paper roll.

• The roll should rest on top of the roller, not be threaded through it.
• If the slip is blank, flip the roll and try again.
• If the paper creases, the roll is too wide. Use paper that matches the roll that shipped with the terminal.

Step-by-step loading is in Unboxing and First-Time Setup.

The terminal will not join Wi-Fi

POS needs a Wi-Fi connection to take payments.

• Confirm you are using the network for this location.
• If you are at a customer's site, join their Wi-Fi. The terminal does not keep your office network when you leave.
• Restart the terminal and try again.

Alternative Payments cannot troubleshoot a customer's network. If the site Wi-Fi is the problem, work with the local IT contact, then retry.

The surcharge on the terminal does not match my dashboard

You change POS fees on Team Preferences > Preferences > Point of sale. The terminal can take up to 3 hours to pick up the change. During that window it keeps the old rate.

To apply the new fee now, on the terminal:

• Open Settings > Configuration and force a refresh, or
• Restart the terminal.

Then run a small test payment and check the receipt. Details are in Managing POS in Your Dashboard.

American Express is declining

If every Amex tap, insert, and swipe declines, email [e-mail] with the terminal serial number so we can check the store configuration.

Swipe declined, but tap or chip worked

Some cards are issued as "online only" and will decline on swipe. Ask the customer to tap or insert. This is the card, not your terminal.

I cannot find the payment in my dashboard

• Go to Accounts receivable > Transactions, Payments tab. Filter Type to Point of Sale (POS).
• On the payment, use Payment ID and Reference, not the tender number on the receipt. See POS Receipts and Reference Numbers.
• If you tapped X before the sale approved, that attempt is a cancel and will not appear. See Cancel, Refund, and POS Payouts.

A terminal is listed against the wrong account

You cannot reassign hardware from the dashboard. Email [e-mail] with the serial number. Do not submit a new paid request just to move an existing terminal.

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Still need help?

Include the terminal serial number, the Payment ID (if the issue is a specific payment), and what you already tried.

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